Senior Manager, Customer Success Account Management
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Job Description
Senior customer success leader at Docusign, whose agreement-management platform serves global businesses. Driving SaaS adoption, retention, revenue growth, and Customer Success Account Manager development.
Responsibilities:
- Manage key aspects of the post-sale customer lifecycle, focusing on adoption, retention, and growth
- Lead a team of Customer Success Account Managers
- Own team growth, development, and enablement
- Hire and develop Customer Success Account Managers to meet retention and growth targets
- Achieve financial and strategic revenue bookings and billings objectives for assigned quotas and targets
- Maintain and update rolling retention and churn forecasts for the team’s territory
- Communicate risks to executive leadership
- Implement scalable processes and playbooks to improve team metrics
- Champion cross-functional initiatives to improve gross retention and upsell outcomes
- Partner with leaders across the Docusign ecosystem on unified initiatives
- Serve as a customer escalation point, driving satisfaction and negotiations while protecting customer trust
- Set culture, pace, and expectations for individual teams
- Report to the Director, Customer Success Manager
Requirements:
- 8+ years of experience in Renewal Management and/or Customer Success, consultative sales, or business consulting, preferably within a SaaS model
- 8+ years of experience with sales methodologies including prospecting within accounts, consulting on business issues, creating and presenting proposals, negotiating terms, and closing sales
- Experience leading big teams
- Proven record of meeting performance goals
- Experience in a field organization with targets and financial goals
- Ability to attract, coach, and retain talent
- Experience creating a professional culture that encourages innovation, motivates employees, and delivers outcomes
- Ability to resolve broadly defined, complex, diverse, and/or unprecedented situations
- Experience managing and coaching the customer journey from implementation through renewal
- Experience with customer communications, presentations, RFP submissions, client negotiations, change management, and deal signing
- Experience with enterprise content and/or contract platforms such as ECM, Document Management, Contract Management, eDiscovery, or BPM systems and related implementations
- Background using data and analytics in decision making
- Ability to interact with and influence all organizational levels and divisions
- Change management and Leading Change methodology and/or first-hand experience
- Excellent written and verbal communication and presentation skills
- Fluency with AI and machine learning technologies and implementations; comfort using AI-assisted workflows
- Project management and/or business process reengineering knowledge or first-hand experience
- Salesforce and Gainsight experience
- Strong forecast and result management experience, including churn
- Strong people management and leadership skills
- Process management
- Willingness and ability to travel as necessary
- Must already be authorized to work in the United States on a full-time, permanent basis without current or future sponsorship
Benefits:
- Variable incentive pay or company bonus plan, depending on role and performance
- Restricted Stock Units (RSUs)
- Paid time off and paid company holidays based on region
- Up to six months of paid parental leave
- Full health benefits plans, including options with 100% employer-paid coverage and minimum employee contributions from day one
- Retirement and pension programs with potential employer contributions
- Coaching, online courses, and education reimbursements
- Paid compassionate care leave following the loss of a loved one and other life-changing events
- Remote work designation
- Reasonable accommodations for qualified individuals with disabilities or religious accommodations
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